Intelligent Automation

IA enables organizations to achieve significant improvements in business process performance, by leveraging robotic process automation (RPA) and artificial intelligence (IA) in their document management and business process workflows.

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The value of Intelligent Automation (IA)

As digital technology continues to evolve, customer expectations are constantly expanding. Today’s connected customers expect accurate, instant responses on their preferred channel, 24/7. And they increasingly prefer natural, unstructured communication types like email, messaging or social media. As a result, companies are being forced to upgrade their customer experience management. They need systems that can cope with huge volumes of physical and digital communication, and can process customer queries quickly and accurately. 


Robotics and Artificial Intelligence

The pioneering technologies underpinning process automation

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What is Intelligent Automtion (IA)?

Intelligent automation (IA) refers to a mix of technologies that allow companies to automate complex tasks at scale. It typically involves a combination of robotic process automation (RPA) – where software robots mimic repetitive tasks such as entering data from one spreadsheet to another – and artificial intelligence (AI). The addition of advanced cognitive technologies, like visual recognition, natural language processing (NLP), and semantic understanding, enables IA to comprehend document content e.g. a customer email. Companies are taking a strategic approach to IA and using it as an engine to power their business processes in a number of areas.


Customer communications

IA powered communication is automated, delivered faster and available 24/7.

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Mailroom automation

Mailroom automation replaces manual information handling.

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Claims automation

Claims automation results in faster refunds and happier customers.

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Smart system integration

Smart integration of legacy systems replaces cumbersome manual data updates.

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The benefits of utilizing IA within BPO

  • Greater accuracy –  By automating manual, error-prone processes.
  • Cost reduction – Automating repetitive manual tasks can result in cost savings of up to 74%, allowing companies to concentrate their spending on human talent where it adds the greatest value.
  • Faster response time – Process information quicker and cut response times, resulting in happier, more satisfied customers.  
  • Better customer experience – IA helps create an always-on organization that can respond to customer needs 24/7.
  • Physical/digital hybrid – SPS IA Solutions can be used to optimize processes in both the physical and digital worlds.
  • Re-engineer business processes – IA is a core component in a business process factory that allows companies to automate business processes systematically, at scale.
  • Unlock data value – By digitalizing and centralizing information, companies can build a comprehensive profile of each individual customer. This allows them to better respond to each person’s unique preferences and needs.
Find out more in our interactive whitepaper.
If you would like to discuss how IA can help your business

  • Case Study

    Postlogistics - The new era of processing customer emails

    Read Case Study about Postlogistics - The new era of processing customer emails Read Case Study

  • Case Study

    Travel Business

    Learn how this travel operator saves two FTE by applying robotic process automation (RPA) to answer travel queries.

    Read Case Study about Travel Business Read Case Study

Customer testimonials

  • testimonials

    Swiss Post Solutions (SPS) is a good example of a company whose strategy has evolved to respond to the opportunities provided through intelligent business process automation. IDC has seen a significant progression in the two years since IDC interviewed the company about its strategy for leveraging robotics and artificial intelligence (AI) to improve its document management BPO Service.

    Jacqui Hendriks, IDC Research and Consulting Manager

  • testimonials

    Swiss Post Solutions have established themselves as a leading inSTREAM service provider. They have proved to be a highly competent and professional global partner and the deployment of the inSTREAM platform in their Swiss data center is further evidence of their growing credibility and in their ability to deliver intelligent automation (IA) to their global customers.

    Andrew Anderson, CEO, Celaton

  • testimonials

    I like SPS because they are reliable, efficient, trustworthy and committed to sustainability. I only ever had positive experiences with them.

    Robert Oudmayer, CEO, CembraMoney Bank AG

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